By
Linda on Wednesday, August 25th, 2010 |
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500 Call Center Jobs in Port St. Lucie
Aegis Communications Group in Port St.Lucie Florida plans to hire 500 people for temporary jobs that will last until at least Dec. 31. There is a possibility that these jobs could become permanent positions. Most of the positions are for customer service for health care companies. The positions will start at $9.50 with basic requirements to apply for these jobs is a high school diploma and ability to type 20 words per minute.
To apply for the jobs visit Aegis, 580 N.W. University Blvd. from 9 AM to 4 PM daily. Read the rest of this entry »
By
Linda on Wednesday, June 23rd, 2010 |
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Here is a review of Five9′s hosted solution. The company has grown to be one of the largest if not the biggest provider of Call Center hosted technology.
Five9′s service is ideal for the small to medium sized centers who want all of the bells and whistles with the latest technology without a huge capital investment. Read the rest of this entry »
By
Linda on Monday, June 21st, 2010 |
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Verizon plans to hire 200 technical representatives at their Henrietta NY call center by year end. There are currently 1200 reps that take calls from customers locally and nationwide.
Back in 2000 when Verizon was formed, there were only 100 reps. When a company provides excellent service, whether the products provided or customer service, there is no secret to the growth that many experience.
According to the article which appeared in Contact Center World,
“The new full-time positions will offer highly competitive salaries and benefits including health, dental and vision coverage that begin on the first day of employment, a 401(k) program with a 6 percent company match of the employee’s contribution, annual bonus program, profit sharing, merit increases, tuition assistance, adoption assistance, an on-site health and wellness facility, and much more.”
By
Linda on Thursday, June 17th, 2010 |
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Because companies are always trying to do more with less and still provide excellent service, more will be expected of the call center agent. As a way to improve customer service, companies are moving toward a multi-channel solution; giving their customers the option on how they want to communicate with the organization. The four key methods utilized are voice, email, chat and web self-service.
One of the questions to ask before implementation, “Do all of our agents possess the skills to be classified as a multi-channel agent”. Unfortunately, the answer to this question is probably “no”. Read the rest of this entry »
By
Linda on Wednesday, June 16th, 2010 |
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A Florida company that won a state contract to provide transportation services to Medicaid recipients says it will open a call center in Iowa that will employ 100 people.
TMS Management Group, a transportation broker based in Clearwater, Fla., won a three-year state contract to arrange nonemergency transportation for Medicaid recipients in Iowa.Now, the state human services agency reimburses transportation costs for about 300,000 Medicaid enrollees who are eligible.TMS says it will open a call center in Des Moines to support similar operations in other Midwestern states. Read the rest of this entry »
By
Linda on Wednesday, June 16th, 2010 |
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Workforce management is a skill which requires efficiently scheduling the right number of agents to handle call center traffic within a specified service level objective. This traffic is no longer just the incoming calls. Many call centers have their agents multi tasking throughout the day. These other activities can include data entry, e-mail correspondence, web chat and customer call backs. Read the rest of this entry »
By
Linda on Tuesday, June 15th, 2010 |
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Terminology can be confusing. Some words mean the same thing, depending on an individual’s interpretation. A look at the phrases used to describe “call recording” reveals similarities between the terms.
Call monitoring: A call center feature that lets managers listen in on agents’ calls in order to improve agent performance. Also called “agent monitoring” and “call logging,” it can be done in real-time with or without the agent’s knowledge, or calls can be recorded for later retrieval. Read the rest of this entry »
By
Linda on Monday, June 14th, 2010 |
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Some call centers use the abandoned rate as the only measurement to judge how efficiently the center is being managed. While this is one way to assess performance, it should be used in conjunction with the service level requirements.
Abandons are tricky, as there is no industry average. Caller tolerance is the indicator for each type of center. If your center is a tax collection agency, then callers have a higher level of tolerance than a sales center. Read the rest of this entry »
By
Linda on Friday, June 11th, 2010 |
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Forecasting and scheduling the right number of agents is not as straight forward as one might think, especially to someone unfamiliar with call centers. Call centers are not like production lines.
Let’s look at an 2 examples:
Production example:
- 100 presentation packets to assemble
- 5 minutes to assemble one packet
- Project time 1 hour
- Number of people required: 8.33 people or 9 people Read the rest of this entry »
By
Linda on Friday, June 11th, 2010 |
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One of the key measurements in most call centers is Service Level (SL), sometimes referred to as grade of service (GOS) – Simply stated how quickly are we responding to customer calls and shown as a percent of calls answered within a specified number of seconds, 80% in 30 seconds.
Is there an industry standard?
During training sessions, I always get asked that question. And my answer is NO. Every organization has their own goals and objectives, based on the customers they serve. Read the rest of this entry »
